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JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

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We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.

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    How does incomplete payment work?

    Asked by newnusedlink on March 23, 2016 at 04:36 PM

    Hi there,


    I'm using paypal for my payment on forms. The email that gets sent to me says "Pending Payment, New Submission" for my form. What does that mean? Nothing came through on paypal (that I can see). When does the payment show up in PayPal?



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    JotForm Support

    Answered by Kevin_G on March 23, 2016 at 05:06 PM

    This means that maybe your user closed the browser before to complete the payment or he/she lost her/his internet connection so was unable to complete the payment on the PayPal payment page, there are a lot of reasons why a payment is not completed, funds are not transferred to your PayPal account when this happens, and then the submission is flagged as incomplete payment, your users will have to transfer the money to your account manually and specify why they are doing this. 

    For further information about PayPal incomplete payments, please check this link: http://www.jotform.com/help/272-Paypal-Incomplete-Payments-FAQ

    Here is also a guide that will help you to view incomplete payments on the submissions page since when a payment is not completed the submission is not shown until you manually complete the payment, this guide will help you to a payment as well: http://www.jotform.com/help/135-How-to-View-Incomplete-Payments

    Seems like you have enabled the incomplete payment notification,  now would be better to enable the Instant Payment Notification on your PayPal account, this will let you know as soon as you receive a payment from a submission: http://www.jotform.com/help/276-How-to-Enable-IPN-for-Paypal

    Hope this will help you, but if you have more questions do let us know we will be glad to further assist you.